Forum Discussion

pseudoswede's avatar
pseudoswede
Reel Rookie
2 years ago
Solved

Roku Ultra 4k reboots randomly

I have a 4670RW with the January 2024 software update (12.5.5). It is connected to a TCL TV with built-in Roku, but I don't use that functionality.

I use the Roku Ultra remote to turn the TV on, and it automatically goes to the Roku Ultra's homepage. Once it reaches the homepage, navigation is very sluggish/laggy. If I'm able to get into an app, you may see it load, but the screen often goes black. Otherwise, after navigating the home page for a while, the screen will go black. After about 10-20 seconds, the TV indicates it has lost the Roku Ultra's HDMI signal, then it goes into the Roku Ultra's boot screen.

I will also note that the Roku Ultra always feels cool to the touch and there is zero indication it's overheated (which appears to be Google's most common answer to why a Roku will keep rebooting). It has usually sat idle for 8-16 hours before what happens above happens.

Once the Roku Ultra has completed rebooting, navigation starts sluggish, but recovers somewhat quickly. Any app I try to open, I get the "loading app" screen, then it eventually opens the app. After that one reboot, which happens once a day, the Roku Ultra performs normally for the rest of the day/night.

The only difference since this started happening has been the addition of a Samsung soundbar (through the TV's HDMI ARC port), which was installed on 1/20/2024 (so a few days before the latest update was installed). Could that somehow be affecting the Roku Ultra? I also have a microSD card inserted, but it's been in there for years. The TCL TV is not connected to the internet, so I haven't checked for updates in at least a year.

tv & player wifi
  • pseudoswede's avatar
    pseudoswede
    2 years ago

    As I stated, my Roku device no longer randomly reboots. I have no idea what/why/how happened, and I merely found it a strange coincidence that it stopped randomly rebooting after I updated the TV's Roku firmware.

7 Replies

  • RokuEuniceL's avatar
    RokuEuniceL
    Retired Moderator
    2 years ago

    Hi pseudoswede,

    Greetings from the Roku Community!

    We appreciate you letting us know about your problem streaming on your Roku device. We will work with you to know what went wrong so we can assist you further and fix the issue. We recommend performing the below steps to see if they can resolve the issue:

    1. Power-cycle your Roku player: unplug it from the wall power outlet and plug it back in.
    2. Unplug and replug to a different HDMI port.
    3. Check for updates. (Settings > System > Software Update > Check Now)
    4. Restart your Roku player. Settings > System > Power (if you do not see a Power submenu, skip to the next step) > System Restart.
    5. Restart your network router to refresh connection.

    Let us know how it goes, and we'll be glad to further assist you.

    Kind regards,                                                                                                                                      Eunice

    • pseudoswede's avatar
      pseudoswede
      Reel Rookie
      2 years ago

      Hi Eunice,

      I have done all of those steps previously, and it's still an issue.

      • RokuTakashi's avatar
        RokuTakashi
        Community Moderator
        2 years ago

        Thanks for keeping us posted, pseudoswede

        We understand the issues you've faced with your Roku Ultra's restart crash, and we'd like to gather more information so it can be forwarded to the appropriate Roku team for further investigation. Kindly provide the following details below:

        • Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
        • What channel and what version/build is the channel that is having the issue? (This can be found by selecting the channel on the Home screen and pressing the * button).
        • Tracker ID when this issue occurs. (When you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID).
        • A photo or video clip referring to the issue,

        Once we have this information, we will be able to investigate further.

        We look forward to hearing back your response.

        Best wishes,
        Kash